We are seeking an experienced and proactive Customer Service Manager to oversee our client service operations within our construction company. The role will be responsible for leading the customer service team, ensuring exceptional client satisfaction, managing service delivery processes, and strengthening relationships with stakeholders across projects. The ideal candidate will have strong leadership skills, industry knowledge, and the ability to implement customer-focused strategies that align with our company’s goals.
Key Responsibilities
Lead and manage the customer service team, providing training, guidance, and performance management.
Act as the primary point of contact for clients, handling escalations and ensuring issues are resolved promptly and professionally.
Develop and implement customer service policies, standards, and procedures tailored to the construction industry.
Oversee the client communication process from project initiation to completion, ensuring timely updates and feedback collection.
Collaborate with project managers, site supervisors, and other internal teams to ensure client requirements are met.
Monitor customer satisfaction levels and implement strategies for continuous improvement.
Analyse client feedback, prepare reports, and recommend improvements to enhance the overall customer experience.
Ensure compliance with company standards, health & safety regulations, and industry best practices.
Support the business development team by maintaining strong client relationships and identifying opportunities for repeat business.
Key Skills and Competencies
Strong leadership and team management skills.
Excellent communication and interpersonal abilities.
Problem-solving and conflict-resolution skills.
Organisational skills with the ability to manage multiple projects and priorities.
Knowledge of construction processes, terminology, and client expectations.
Ability to build long-term client relationships and foster trust.
Proficiency in CRM systems, reporting tools, and Microsoft Office Suite.
Qualifications and Experience
Bachelor’s degree in Business Management, Customer Service, or a related field (preferred).
Minimum 5 years of experience in customer service management, with at least 2 years in the construction or related industry.
Proven track record of improving customer satisfaction and managing service delivery in a fast-paced environment.
Familiarity with New Zealand construction industry standards and practices will be an advantage.
Job Types: Full-time, Part-time
Pay: $30.00 – $40.00 per hour
Expected hours: 30 – 45 per week
Work Location: In person
